Complaints procedure
If your experience at Hamilton Citizens Advice Bureau has not met your expectations, we’d like to do what we can to make the situation better.
It’s important to us that if something’s not right, we know about it. We also keep all complaints completely confidential. If you want to make a complaint, you can do so using the following four step complaints procedure.
You can do this in person, or by phone, and if we can, we will resolve the issue straight away. You can also put your complaint in writing. We will acknowledge your complaint within 5 working days and aim to complete the investigation within the next twenty-five working days. If it takes longer, we will keep you informed of the process.
If you’re not happy with the bureau manager's response, you can request a review by the chair.
If you’re still not happy after the bureau's response, you can request a further review. The bureau should provide details on how to do this. This stage involves a review of the bureau's handling of your complaint and whether the complaints process has been followed. However, it does not involve an investigation of the facts of your complaint.
If your complaint is not upheld by Citizens Advice Scotland and you are still not happy, you can ask for your complaint to be looked at by an Independent Arbiter.